As a result of increasing demands on PSAPs associated with increased call volume, new technologies, budget constraints and staffing shortages, the NENA PSAP Ops Committee – Task Overload Workgroup was formed and has been tasked with identifying the concurrent number of tasks that can be completed by a Telecommunicator, a recommended method for testing multi-tasking capabilities as part of a pre-employment screening, as well as the effects on multi-tasking and overload on a Telecommunicator in order to provide mitigation techniques. The workgroup is encouraging feedback via an on-line survey from the PSAP community to examine the following areas:
- Impact of budget cuts/or lack of budget increases on PSAP staffing levels
- Current service level benchmarks and methods for determining
- Current methods and effectiveness of pre-employment screening
- Current methods utilized by PSAPs for job analysis to determine where improvements can be made to distribute tasks more evenly
- Impact on service levels and other performance measurements due to PSAP overload
- Impact on employee retention, performance and stress due to individual task overload
We encourage PSAP managers to participate in this survey so that we may provide a well-rounded recommendation to 9-1-1 PSAPs as a whole to aid in the implementation of NG9-1-1. The survey can be found at this link: https://www.surveymonkey.com/s/6HCY52V. The survey should only take a couple of minutes, is anonymous, and will help develop great recommendations for the dispatch community in general.
For questions, please contact:
Cheryl LeSage, ENP
Public Safety Communication Manager
Fremont Police Department
2000 Stevenson Blvd, Fremont CA 94538
510-790-6728